Senior Technical Analyst

RBC•Toronto, ON

2d•Onsite

About The Position

Provide second and third level support and perform some operations and compliance activities required to provide a robust and reliable mobility infrastructure for all Business, Functional, and Geographical units within RBC.

Requirements

Strong Mobile Device Management (MDM) experience. E.g. Microsoft Intune, IBM MaaS360, VMware AirWatch / Omnissa Workspace ONE
Knowledge and support experience with iOS and Android operating systems
Knowledge and support experience with Mac OS
Strong verbal and written communication skills
Strong problem solving, decision making, research, and analytical skills

Nice To Haves

Enthusiasm, an aptitude for learning, and the willingness to make a difference
Ability to work well within and across teams
Ability to identify and discuss technical issues
Ability to take personal initiative (i.e., determining and launching new ideas and approaches)
Technical writing and system documentation
Sound knowledge of RBC IT internal and ITSM processes

Responsibilities

Provide second or third level support for the mobility infrastructure
Analyze and troubleshoot medium to high complexity mobile issues on Android and iOS devices
Collaborate on and contribute to initiatives that enhance overall mobile support operations
Establish strong working relationships with internal support partners to facilitate identifying and action on known issues, incident trends, or emerging patterns
Initiate knowledge articles for trending incidents to facilitate self-serve remediation
Collaborate with peers to follow-up with suppliers on open problem cases, enhancement requests, and planned activities
Prioritize regularly to effectively and efficiently respond to business and operations needs